User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent by Peripheral Reports
agtper23: Agent Peripheral Performance Summary Half Hour Report
Overview:
Subject A table of all agents on the selecte
d peripheral(s) showing each agent's
performance summary data (logged on time, ASA, and time allocations
across all agent states), gathered in half-hour increments.
Fields applicable to a voic
e domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show agent half-hour performance for all
the agents connected to the
selected peripherals during the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Sort order By peripheral, then by media routing domain, agent's last name, first name,
and d
ate and time
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group
Data:
Peripheral
The enterprise name of the peripheral and
its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
med
ia routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
ro
uting domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName